Unable to log into VPS

[Cameron Zipp]

I am currently unable to log into our VPS when accessing it via PuTTy. 

I have ensured the password is correct when typing it, however we receive an Access Denied message. 

[wolstech]

Have you tried resetting the password? https://heliohost.org/reset/

If that doesn't work please let me know, and I'll have a VPS admin take a look at it for you.

[Cameron Zipp]

I have reset my password and are still getting the same error. 

[wolstech]

The  password reset shows a message on my side saying that it failed and an admin needs to manually reset it. Escalating.

[wolstech]

This support request is being escalated to our VPS admins.

[wolstech]

Just an update, they're currently working on your VPS. Our normal management tool couldn't login either, and it wouldn't even power off cleanly because open VM tools isn't responding. If you had any websites or other public facing services hosted on there, they'll be down for a little while as they're working on it.

[MoneyBroz]

Your VPS is broken, and most of the critical files are deleted, and it needs a rebuild, do you need any files backed up before we start?